Customer service update

Customer service makes up a large part of our Corporate Business Plan #ccha2025 in response to your feedback in 2019. We’ve been working hard over the past year to make positive changes while dealing with the challenges brought by the pandemic. More details about this can be found in our Annual Report which launches later this year.

As communication is a big part of customer service, we’ve been working on streamlining our communication to you. Our teams have been working to ensure all voicemails are up to date, that our signatures on our emails are correct and that we have auto-responses set up in our group email inboxes. We’ll be rolling out some customer standards so you know what to expect from us on response times. We’re hoping to consult with you on this.

We’ve introduced a new phone system that will help us to improve our customer service to you as we continue to work flexibly. It will have a range of different features, such as options on which department to talk to, your place in the queue, and better reporting to help us improve our service.

We hope you find these changes beneficial. We appreciate your feedback, so please get in touch with us by emailing

Want to get involved?

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